Travel Reservationist

TRAVEL MGT OFCR 2 (007079)

UCPath Position ID: MI-DPT358500-JC007079-PD168806

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1109392

Approved Date:

7/14/2026 9:58:31 PM

Date Last Edited:

7/14/2026 9:58:29 PM

Last Action Effective Date:

10/1/2023

Organization Details

Business Unit (Location):

LACMP

Organization Code:

6400O

Organization:

VICE CHANCELLOR/CHIEF FINANCIAL OFFICER

Division Code:

6440D

Division:

BUSINESS & FINANCE SOLUTIONS           

Department:

358500 - TRAVEL CENTER

Position Details

UCPath Position Number:

MI-DPT358500-JC007079-PD168806

Position Description ID

168806

UC Payroll Title:

TRAVEL MGT OFCR 2 (007079)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 18

Job Code FLSA:

Non-Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

E: All Others - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40037819

Reports to Payroll Title:

TRAVEL MGT SUPV 1

UCPath Department Head Position Number:

40060351

Department Head Payroll Title:

FINANCIAL SVC MGR 1

SUPERVISION - Indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

POSITION SUMMARY

Serve as Travel Reservationist for the UC Travel Center. Plan and price a variety of complex international and domestic travel itineraries in accordance with UCLA policy and external regulations. Arrange trip itineraries; make air, hotel, car and ground transportation reservations. Issue tickets, exchanges and refunds. Work with customers to resolve issues as needed.

The incumbent manages complex domestic and international travel arrangements while strictly adhering to client policy guidelines. In this fast-paced role, the Travel Reservationist maintains an efficient daily workflow to effectively process a high volume of client requests. Operating within a shared email and phone distribution system, the successful candidate maximizes revenue by quickly resolving inquiries, optimizing transaction speed, and cross-selling ancillary products. This position relies heavily on collaboration and a team-based coverage system to ensure seamless, uninterrupted customer service.

Serve as Corporate Travel Counselor for the UC Travel Center.

 • Interface with clients to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required. Thoroughly research alternatives and options based on UC policy guidelines and customer requirements and preferences. Create complex international itineraries as well as domestic itineraries.

 • Communicate effectively with all UC travelers. Explain UC policies and relevant and current  federal regulations governing l travel, Engage in diplomatic and effective dialogue with clients; ask relevant questions when information is not volunteered by traveler in order to determine most viable and cost-effective alternatives. Thoroughly explain all options and their potential impact.

 • Compute cost of travel and accommodations, using calculator GDS/CRS, computer, or internet resources.

 • Collect payment for transportation and accommodations from customer.

 • Book reservations directly with airlines via global distribution system (GDS), hotels,  auto rental agencies, Licensed Tour operators , or internet sites. Obtain seat assignments and fulfill traveler requests, such as meal requests, smoking vs. nonsmoking hotel accommodations, etc.

 • Advise clients about required travel documentation, including passports and visas.

 • Counsel travelers on local customs, protocol issues, currency, and local time.

 • Conduct research on common UC destinations to serve as an information resource for UC travelers regarding hotels, ground transportation, and recreational/cultural attractions. Provide geographical information on travel destinations.

 • Keep abreast of political and other issues that could affect UC travelers. Counsel travelers to recommend alternate itineraries, routing, etc., to ensure traveler safety.

 • Advise incoming international travelers of federal documentation and visa by campuses. UCLA requires DOIS (Declaration of Immigration Status) completed.

 • Travel Operations & Complex Booking

    ◦ Execute Global Bookings: Research and book complex domestic and international itineraries directly via Global Distribution Systems  preferably in Galileo ( Sabre/Amadeus).

    ◦ Enforce Compliance: Master and apply corporate travel guidelines, preferred airline waivers, and relevant federal regulations to ensure client travel is compliant and cost-effective.

    ◦ Queue & Alert Monitoring: Monitor urgent schedule changes and ticketing queues throughout the day, actioning disruptions immediately to protect client schedules and company revenue.

 • Teamwork & The Buddy System (Enhanced Customer Service)

    ◦ Execute the Buddy System: Partner with a designated "buddy" to cross-monitor queues during breaks, lunches, or peak volumes, ensuring no round-robin client is left waiting.

    ◦ Ensure Seamless Handoffs: Document file notes meticulously in the GDS so your team or buddy can step in and assist a client instantly without a drop in service quality.

    ◦ Collaborative Problem Solving: Work closely with team members and supervisors to resolve complex routing, non-routine billing issues, or emergency travel disruptions.

    ◦ Back-up Operational Assistance: Provide proactive operational support to teammates during high-volume spikes to maintain the department’s overall service level agreements.

 • Revenue Generation & Pipeline Velocity

    ◦ Prioritize Round-Robin Leads: Manage and triage inbound email and phone queues efficiently to minimize response times and maximize daily transaction volume.

    ◦ Drive Cross-Selling: Interface with travelers to identify and secure accommodation and ground transportation needs, achieving high multi-product attachment rates (air + car + hotel) to triple service fee yields per trip.

    ◦ Optimize Conversion Speed: Maintain a low handling time per inquiry using GDS shortcuts and automated workflows to quickly clear your queue for the next revenue-generating lead.

    ◦ Capture Modification Fees: Upsell and process ticket modifications, complex routing adjustments, exchanges, and cancellations to secure secondary service fee revenue streams.

    ◦ Prevent Billing Leakage: Audit all reservations for accuracy and completeness before final ticket issuance to avoid financial penalties or disputed charges.

    ◦ Reconcile Invoices: Drive manual air, hotel, and car transactions accurately into back-office accounting applications to guarantee every billable service fee is captured.

Provide Global Advisory: Counsel travelers on required travel documents to facilitate airport security and airline check-in. Refer travelers to preferred vendors for visa requirements and processing.

 • Ensure Traveler Safety: Stay abreast of geopolitical alerts released by UC Risk and Insurance and the Export Control Department and refer travelers as needed to ensure traveler safety

    ◦ Inbound Request Management: Manage and prioritize incoming client communications via phone and email.

    ◦ Queue Coverage: Provide seamless backup support for team members during peak times or absences.

    ◦ Cross-Selling: Identify opportunities to attach hotel, car rental, and ancillary products to air bookings.

    ◦ Workflow Maintenance: Maintain an efficient daily workflow to handle high volumes of client requests.

85%

Provide back-up operational assistance as required.

 • Provide Operational Assistance: Actively deliver backup operational assistance as required to support the team during high-volume spikes or staff constraints.

 • Resolve Accountant Discrepancies: Assist in the resolution of reconciliation problems as identified by the Travel Accountant.

 • Support Management Investigations: Assist Manager or Supervisor in conducting research to resolve customer issues.

 • Provide Operational Coverage: Support other operational tasks in the absence of assigned staff due to vacation or illness or as needed, including backup agent supporting back-office accounting.

 • Support and Participate in official department events

15%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree

in related area and/or equivalent combination of education and experience

Required

Minimum of 3 years

of experience as a corporate travel agent.

Required

And

7+ years

of experience as a corporate travel agent.

Preferred

Deep understanding of Global Distribution System functionality (such as Sabre, Amadeus, or Travelport) for routing, building PNRs, and queue tracking.

Required

Knowledge of how to interpret, apply, and enforce diverse client travel policies and compliance guidelines.

Required

Familiarity with corporate hotel programs, car rental agreements, and vendor preferred-partner structures.

Required

Solid understanding of manual ticketing entries, complex exchanges, refunds, and back-office invoicing workflows.

Required

Strong foundational knowledge of domestic and international airport codes, optimal routing options, and global time zones.

Required

Ability to navigate round-robin distribution systems and manage high-volume email/phone queues simultaneously. Ability to quickly resolve itinerary disruptions, schedule changes, and complex international routing conflicts.

Required

Proven ability to confidently position and attach hotel, car, and ancillary services to existing air bookings.

Required

Skill in rapidly triaging urgent client requests and changes while maintaining an ongoing, high-velocity daily workload.

Required

Precise data entry skills to execute flawless GDS commands and prevent financial leakage or debit memos

Required

Ability to work seamlessly within a structured "buddy system" to provide mutual queue coverage and support team members.

Required

Ability to maintain a calm, professional, and efficient demeanor in a fast-paced, transaction-driven environment.

Required

Ability to research and resolve non-routine booking errors or client complaints, identifying when to escalate to a supervisor.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Other University Setting(s)

Location:

UCLA Wilshire Center

Standing/Walking

X

Sitting

X

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.